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Driving Superior Experiences: The Biggest Trends Transforming Customer Contact in 2020 and Beyond

Driving Superior Experiences: The Biggest Trends Transforming Customer Contact in 2020 and Beyond

Do you want to understand the strategies and best practices around delivering superior customer contact experiences?

You must view our most comprehensive and insightful report yet! Compiled with over 100 responses from leading contact centres across the APAC region, we’ve explored some of the biggest themes in customer centricity including:

  • Workplace culture
  • Self-service & automation
  • Omni-channel & seamless experiences
  • The next generation workforce
FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

The Department of Family and Community Services (FACS) works to improve the lives of children, adults, families and communities in NSW. The department provides services to Aboriginal people, children and young people, families, people who are in need of housing, people with disability, their families and carers, women and older people.

Fielding over 16,500 calls a month, with this number increasing on certain lines by a massive 2% monthly, has meant that the contact centre has had to drive strategies to improve first call resolution and encourage greater service in peak times.

Aiding some of the State’s most vulnerable people though is no simple task, often leaving agents mentally and emotionally fatigued, which is why FACS has chosen to drive contact centre efficiencies through cultural transformation and agent empowerment. Discussing these strategies in more detail is Wendy Keith, the Director of the Housing Contact Centre at FACS. 

CCW Spotlight Series: Transforming Your Contact Centre into a Strategic CX Touch-Point

CCW Spotlight Series: Transforming Your Contact Centre into a Strategic CX Touch-Point

Operating on a purely transactional basis, speed and turnaround time has been the key focus of many organisations when it comes to dealing with customers. Today, things are very much different. While fast service is still one of the key indicators of success, customer centricity has gone beyond the usual transactional model. Customer centricity is all about fostering an amazing experience at every stage of the customer journey.

As a strategic customer touch-point the contact centre offers an opportunity to deliver the superior experiences that customers have come to expect, and that will really help differentiate your business from the competition.

Ahead of Customer Contact Week 2020 we share with you the CCW Spotlight Series, featuring local and international insights from contact centre and customer experience leaders.

Making the Contact Centre a Strategic Business Player: Contact Centre Trends By Industry

Making the Contact Centre a Strategic Business Player: Contact Centre Trends By Industry

Interestingly though according to a recent Customer Contact Week Australia report, “phone still remains the top channel (74%) where majority of customer interactions are happening. It’s interesting to note though that other channels such as web, email, chatbots and social media now handle one quarter of all interactions – a significant figure by all measures.”

 

This statistic has lead Deloitte UK to conclude that far from forcing the contact centre onto its death bed, digital channels are actually giving contact centres a new lease on life. As transcational enquiries move to self-serve channels, contact centre agents are freed up to provide a more valuable service to customers.

 

This shift in emphasis has imporant implication for how we operate our contact centres, with contact centres moving towards being hubs of expert communication, capable of delivering insight rather than information and adding substantive value to the customer experience across traditional and digital channels.

 

With this in mind we take a look at how three sectors, Banking, Marketing and Human Resources and Procurement are harnessing call centre technologies and transformation initiatives to optimise processes and deliver improved CX and UX. Read on to learn more. 

Customer Contact Week Australia 2020 - Presentation Packet

Customer Contact Week Australia 2020 - Presentation Packet

Ahead of Customer Contact Week Australia 2020, explore some of the highest rated presentations from the 2019 event. 

Explore insights from: 

  • ANZ Bank 
  • Queensland Urban Utilities 
  • Western Power 
  • iSelect 
APAC Customer Experience Trends -  2019 Report

APAC Customer Experience Trends - 2019 Report

View this report by CX Network to see how CX practitioners in APAC are responding to customer trends to impress clients and prospects. Use the findings of this report to benchmark your company’s progress and prioritise your plans for the next 12 months accordingly.

Market Study: Trends In Customer Experience Design & Strategy

Market Study: Trends In Customer Experience Design & Strategy

Customers do not feel you are delivering a great experience. Worse, they question whether you and your employees care about solving problems, listening to feedback and making improvements.

Do not let this doubt linger. Do not go another year without turning customer centricity into a reality for your business.

Let our Market Study on Trends In CX Design & Strategy guide you to unparalleled results. Topics include:

  • Customers’ biggest CX complaints and pain points
  • Proof of CX’s impact on customer acquisition and advocacy
  • Why your customers are switching to competitors
  • Which channels customers like – and don’t like
  • How customers really feel about bots
  • What “personalization” means to today’s customers
  • Easy ways to tailor the CX
  • 5 biggest challenges for companies
  • Which CX initiatives are the most urgent
5 Ways to Make Empathy the Heart of Your CX Strategy

5 Ways to Make Empathy the Heart of Your CX Strategy

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment. We are arguing that “feeling” and “emotion” are pivotal components of customer centricity. We are advocating for an empathy-driven approach the experience. Appealing in principle, an wholehearted emphasis on sentiment and empathy is rare to find in practice.

Many organisations continue to view the customer experience from an inside-out, business-minded perspective. Others may claim they view the experience through their customers’ eyes, but they only consider service-level concerns like resolutions and accuracy. They do not truly consider how their customer experience is making customers feel.

As 2019 wraps up and we rapidly move into the new decade, it is time to position empathy where it belongs: at the heart of your customer experience strategy.

The upcoming Customer Contact Week Australia & NZ will provide a plethora of tips, strategies and best practices for uncovering, assessing and leveraging customer sentiment within your contact center strategy. Ahead of the event, the CCW team have prepared five quick tips to help you become a more empathetic, sentiment-driven organisation. 

Special Report: Open Workspaces for the Contact Center

Special Report: Open Workspaces for the Contact Center

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely. Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a stark contrast to the cubicle sprawls of old.

In this Special Report on Open Workspaces for the Contact Center, discover how to empower your agents with the latest trends in workforce scheduling, multipurpose office design and crucial technologies for the modern workspace. You’ll also read about why investing in agents is equivalent to investing in your customers.

This report features insights from Michael McKinney, workforce management manager at Holland America Lines, Tamara Loehr, author of Balance is B.S. and more.
Increasing Humanity with Chatbots

Increasing Humanity with Chatbots

It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.

 

However, as the technology grows increasingly sophisticated, there are a growing number of use cases where chatbots can be used to provide a whole new level of customer experience and employee experience. From chatbot-administered surveys that vastly improve the UX design and response rates to consultative bots that give customers diagnostic advice using AI-powered insights, chatbots are capable of so much more thanwe realize.

 

In this Special Report, you’ll discover:

 

  • 5 types of big-picture business goals you can achieve using chatbots
  • Real-world examples where top brands have used chatbots to improve CX
  • What “successfully” using a chatbot looks like.
Self Service: State of the Industry Report

Self Service: State of the Industry Report

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.

As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent expect to find self-service applications on a company’s website.

Self-service technologies have expanded to include chatbots, video tutorials and knowledge bases, online forums, AI-powered personal shoppers, voice assistants, mobile apps and more - each optimized for specific use cases.

It puts pressure on businesses to provide a seamless omnichannel experience that empowers their customers.

In this Special Report, you’ll discover:

  • State of the industry: how do today's companies use self-service?
  • 8 types of self-service technologies and their best use cases
  • 8 business outcomes you can achieve with self-service 
  • How brands like Home Depot, Amazon, Squarespace, and 7-Eleven use self-service